Mercure Birmingham West Hotel

Dear [Hotel/Booking Company Name], I hope this email finds you well. I am writing to express my deep dissatisfaction with my recent stay at your [Hotel/Resort] under the booking reference [Booking Number]. Unfortunately, my experience did not align with the expectations set by your advertised amenities, and I feel compelled to bring these issues to your attention. Firstly, upon arrival, I was dismayed to discover that the promised pool access, which was a significant factor in my decision to book with your establishment, was not available. This discrepancy between the advertised amenities and the actual services provided has left me feeling misled and dissatisfied. Furthermore, I encountered a serious safety concern during my stay. The bathroom tub in my room was unstable, and while using it, I experienced a fall that resulted in injury. I hit my head on the tiles, causing a bruise, and this incident has undoubtedly impacted my overall experience negatively. Given these issues, I am left with no choice but to request a full refund for my stay. I believe that the discrepancies between the advertised amenities, the lack of pool access, and the unsafe conditions in the room warrant a refund of the full amount paid. I understand that unforeseen circumstances can occur, but the safety and well-being of guests should always be a top priority. I hope you can appreciate the urgency of this matter and address it promptly. I trust that you will investigate these concerns thoroughly and take the necessary steps to prevent similar incidents in the future. I kindly request your immediate attention to this matter and a prompt resolution. Please acknowledge receipt of this complaint and provide details on the steps you will be taking to address these issues. Thank you for your understanding and cooperation. Sincerely,

The staff were great but they just didnt make it clear enough what we needed to do. We sat in the restaurant for over 35 mins before we had to approach someone and ask where we order food. They said he would go to the table and take our order. They eventually come over and asked what we wanted to eat and we still haven't even seen the menu at this point. They did apologise and took our food order. Bit frustrating really, maybe short staffed but i expected more clearer instructions. The rooms are always clean and tidy but the bed in this particular room was just so uncomfortable, the mattress is clearly worn and requires replacement. The pillows were too soft for our liking too. We requested some basic items in our room and had confirmation back from the hotel but once in the room we realised the extras wasnt there. Nothing reception didnt sort out but beings we had confirmation, we expected them in the room.